Implementing WFM Historical Schedule Migration from Verint to Genesys Cloud WFM

How-To-Articles
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Implementing WFM Historical Schedule Migration from Verint to Genesys Cloud WFM

What This Guide Covers

You are migrating your Workforce Management (WFM) operations from Verint Impact 360 to Genesys Cloud WFM. A critical part of this transition is migrating historical schedule data. This is necessary for calculating “Schedule Adherence” for previous months and for providing the Genesys Cloud AI forecasting engine with the historical “Actual Work” data it needs to generate accurate future schedules. This guide covers the data extraction patterns from Verint and the programmatic ingestion into Genesys Cloud via the WFM APIs.

Prerequisites, Roles & Licensing

  • Genesys Cloud: CX 3 (WFM is included) or CX 1/2 with WFM Add-on.
  • Verint: Access to the Verint SQL Database (Impact 360) or the Verint Data Extract API.
  • Tooling: Python with pandas and requests.
  • Permissions:
    • Workforcemanagement > Schedule > Import
    • Workforcemanagement > ManagementUnit > View

The Implementation Deep-Dive

1. Extracting Data from Verint

Verint stores schedule data in a complex relational schema. You need to extract the “Published Schedule” for each agent, including Activity codes (Work, Break, Lunch, Training).

Verint SQL Extraction Pattern:

SELECT 
    EmployeeID, 
    StartTime, 
    EndTime, 
    ActivityName, 
    TimeZone 
FROM Verint_Schedules 
WHERE StartTime BETWEEN '2026-01-01' AND '2026-03-31'

2. Normalizing Activity Codes

Map your Verint Activity IDs to Genesys Cloud Activity Codes.

Verint Activity Genesys Cloud Activity
Phone - Inbound On Queue
Meal Break
Coaching Meeting
Time Off Time Off

3. Preparing the JSON Ingestion Payload

Genesys Cloud WFM uses a specific JSON structure for importing schedules. Each agent’s schedule is a list of “shifts” and “activities.”

{
  "managementUnitId": "your-mu-id",
  "agentSchedules": [
    {
      "userId": "agent-uuid-in-genesys",
      "shifts": [
        {
          "startDate": "2026-05-15T08:00:00Z",
          "lengthMinutes": 480,
          "activities": [
            { "activityCodeId": "work-code-id", "startOffsetMinutes": 0, "lengthMinutes": 240 },
            { "activityCodeId": "break-code-id", "startOffsetMinutes": 240, "lengthMinutes": 30 }
          ]
        }
      ]
    }
  ]
}

4. Mapping User IDs

You must map Verint EmployeeIDs to Genesys Cloud UserIDs.

Mapping Strategy:

  • Use the Email Address as the common key.
  • Fetch all Genesys users via /api/v2/users and build a lookup table: { "email@company.com": "genesys-uuid" }.

5. Executing the Import (Python)

Use the POST /api/v2/workforcemanagement/managementunits/{muId}/schedules/import endpoint.

import requests

def import_historical_schedule(token, mu_id, payload):
    headers = {"Authorization": f"Bearer {token}", "Content-Type": "application/json"}
    url = f"https://api.mypurecloud.com/api/v2/workforcemanagement/managementunits/{mu_id}/schedules/import"
    
    resp = requests.post(url, headers=headers, json=payload)
    if resp.status_code == 202:
        print("Import job started successfully.")
    else:
        print(f"Error: {resp.text}")

Validation, Edge Cases & Troubleshooting

Edge Case 1: Time Zone Offsets

Verint data may be stored in local server time, while Genesys Cloud API expects ISO-8601 UTC.
Solution: Always convert timestamps to UTC during the extraction/normalization phase to avoid 1-hour shifts during Daylight Savings transitions.

Edge Case 2: Incompatible Activity Overlaps

Verint might allow overlapping activities (e.g., a “Meeting” scheduled during a “Shift”). Genesys Cloud WFM is stricter.
Solution: Implement a validation script that “flattens” the schedule before import. Ensure only one activity exists for any given minute per agent.

Edge Case 3: Management Unit (MU) Mismatches

If an agent was in “Team A” in Verint but is in “Team B” in Genesys, the import might fail or put data in the wrong bucket.
Solution: Ensure the managementUnitId in your payload matches the current MU assignment of the user in Genesys Cloud.

Official References